Learning and Development Trainer

The Learning and Development Trainer will play a key role in elevating customer experience quality by improving English proficiency, strengthening management practices, and embedding hospitality-level service standards. They will act as a subject matter expert (SME) supporting the Operations Excellence Lead in the creation of Standard Operating Procedures (SOPs) for customer service and management processes, while collaborating with the Training Operations Analyst to develop training materials. The primary focus of the role will be day-to-day delivery of training and coaching sessions to customer-facing teams and management personnel. The trainer also conducts individual coaching sessions to build English fluency, customer service skills, and management effectiveness.